Multichannel Service Support Specialist (Case Management)

Our advanced Support Specialists need to qualify all the production issues escalated by Regional Support regarding our Front to back payment solution and develop/propose way for mitigation when possible.
Key Responsibilities:

• Provide advanced software support for payment solutions (Front to back) offered by WL.
• Troubleshoot software issues reported by WL customers and partners through our Regional Support, related to terminal payment software & platform: analyze communication traces, application logs, review source code/specifications and provide solutions in a timely manner.
• Ensure the quality of requests escalated (defect, enhancement, configuration…) with a deep analysis & conclusion to the appropriate stakeholders.
• Closely work with Operations to mitigate impact on production issues.
• Develop/update tools for troubleshooting or internal use.
• Where appropriate, review, create and distribute guidelines & best practices.
• Identify opportunities to improve service efficiencies.
• Provide ad-hoc training when necessary.

Behavior skills:

• Strong communication skills mandatory
• Candidate must be an effective communicator (both verbaland written)
• The role entails frequent communication with diverse stakeholders including 3rdparties, Operations, R&D, Project Managers, Customer Success Managers, teams in charge of provisioning, L1 regional support...
• Ability to translate technical information to a non-technical audience and vice versa
• Someone who exhibits self-motivation skills
• Ability to work collaboratively with other departments to resolve complex issues.
• Ability to manage priority conflicts and set appropriate expectations.
• Results driven
• Quick learner
• Analytical and logical
• Team player

Education Qualifications / Experience Requirements:

• Problem solving skills
• Experience in troubleshooting software issues
• Proficiency in C/C++, Python, shell scripts development
• Proficiency in Linux environments.
• Experience in Oracle or PostgreSQL.
• Experience in TCP/IP and SSL/TLS communications, understanding of TCP/IP and SSL/TLS
• Knowledge in payment solutions & cryptography would be ++

Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career..
• 12 weeks of paid parental leave for primary carers
• Lifestyle leave
• Employee stock purchase plan
• Access to Employee Assistance Program (EAP) plus more

Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.